Playfortuna - withdrawal of money exceeded the winnings +300K

there was an interesting complaint about PlayFortuna casino on a neighboring forum...
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I want to tell you my situation that happened to me with the Play Fortuna casino.
Below my text, I will attach the evidence that I have. Two video recordings and several screenshots. I will describe the situation, if there are many letters, please understand.

I am still in a state of shock. On May 21, I played Lightning Roulette, I lost 85,000 rubles that day, screenshot of the deposit.

I decided to bet on twelve numbers at 1000 rubles on each number. I went to the kitchen, took a couple of drags on a cigarette, and quickly ran back to see the result. I ran up, the ball landed on the number 31, in the bonus round this number caught the multiplication by 300. Oh, miracle, on the screen "You won 300,000 rubles."
I look at the balance and see that there are 12,000 rubles instead of 300,000. I started shaking, terrible stress. I write to the casino support, they “politely” send me to the provider (Evolution). I write to them in English, I receive a response from an employee “we had technical problems”, so your round was cancelled (you can see the correspondence in the first part of the VIDEO). Then I receive a response that your situation will be resolved in 48 hours. I think, well, anything can happen, I’ll wait and everything will be returned. For Evolution and the Pension Fund, this is not a cosmic amount, I was sure that everything would be paid.

I want to add that I encountered a similar problem in another casino, the amount was less than 108,000 rubles, they resolved the issue without any problems and paid in 24 hours. May 23 comes, 48 hours have passed... I write to Evolution, they say that your issue has been resolved, you can find out the answer from the casino support. I write to the casino, they answer me we can return you 12,000 rubles and give you free spins in the amount of 5,000 rubles. I answer, how so, and where are my 288,000 rubles? And then I almost fell off my chair, after the answer from the support: "The thing is that you had a request to withdraw 5,000 rubles, it was processed, the amount was written off and the bet did not go". I really had a request for 5,000 rubles hanging, and this amount was written off from my balance 10-20 minutes after I “indirectly won” 300,000. I even have a screenshot, support apparently did not expect that after 31 came up, then 12 came up, and I still have the same 12,000 rubles on my balance.



I send a screenshot to support, they answer me "the amount was simply not written off immediately, it was not processed immediately." To say that I was shocked is to say nothing ... I write to them again that these 5000 were withdrawn within 10-20 minutes, after I won 300,000. Information in VIDEO #2 from May 23, as well as a screenshot. Firstly, the money was not written off from me, this is proven by the screenshot. Secondly, if there was no screenshot and they really wrote off the money, at the time of my bet, how do you have to manage to do this in the finance department in a second, they themselves essentially admitted that because of them the bet was additionally cancelled. But I repeat, look at the screenshot, the money was not written off from me. Here I finally realized that they were stupidly trying to screw me and that's it. In the first VIDEO, Evolution wrote that they had a technical failure, Fortuna in the second video says the application was written off, yes, exactly at the second when I won 300,000!!!! I write to Evolution again, since the PF employees did not convince me, I ask: "Can you tell me the solution PERSONALLY on my problem, the casino employees do not inspire confidence in me?", I receive the answer "We cannot comment on this situation, everything depends on the casino." In VIDEO #2, the correspondence, I am stunned, no words, the "testimony" does not match. One thing, then another, some secrets. Then these "attempts at loyalty" 12,000 rubles and spins for 5,000 rubles, so that I do not open my mouth ... A normal casino, if the player is wrong, would not encourage so. I think, well, that's it. I didn’t want to argue, I wrote to them to charge what they promised and said that in the end I would still think about how to proceed.



In the end I withdrew 18,000, a "consolation prize", thought about it and decided to shed light on my situation. 18,000 + 12,000 is 30,000 rubles, 270,000 for me is not lying on the road, especially when it is obvious that I am right. Then I went into the history again and found that for the 21st I have no bets in Lightning Roulette (screenshot below). I think that's a miracle)). I won honestly and want to get my money, it would be okay if my account was positive, they would try to fool me, but the VIP account is negative. An extremely unpleasant situation, I hope for your support, and also that the PF management will pay me the amount of 270,000, I think it is not critical for them, reputation is above all.

well first of all, let's remember that Lightning Roulette is NOT AGAINST putting a number with multiplications when a player places
a) below zero
b) 12 numbers
c) the third dozen (or 1st column) is not exactly known, but I think a dozen

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there are "green" rates that adaptive likes

and then on to the essence of the problem...

1) Playforuna casino
= I am very interested in why, when submitting a withdrawal request, the money remains on the balance?

doesn't it seem logical to you that when there is 1000 in the account and the player makes two withdrawals of 200 and 300, then there should be 500 left on the balance and the player will calmly play with them if he wants... and if he wants more, he will cancel it himself
and there won't be any misunderstandings/lack of misunderstandings )))))
THIS IS HOW ALL NORMAL FINANCIAL SYSTEMS WORK

you seem to be practicing a different system = a player makes a request, we leave the balance and wait..... suddenly he dives for at least 1 cent, then we will send him an automatic withdrawal cancellation + suddenly someone wins and he has an open request, then you can roll the decisive spin with the theme that at that moment you no longer had money ))))

looks like a special scam/provocation from the 90s in the style of "Va-Bank" and GGS (your heavy legacy)

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2) player
pour 80K jump out to 300K this is x4 for the casino math is not terrible... maybe they really are not against you, but technically the transaction did not go through...

Let's introduce your account
you have a balance and a withdrawal request has been submitted
you go play
the casino waits until the balance drops by at least 1 cent from the withdrawal amount to automatically send you "insufficient funds, withdrawal cancelled"

i.e. IN ANY GAME, ANY OF YOUR SPINS goes in normal mode, but after it, every time the casino looks at the balance and waits......

at the time when you bet on evolution
there was 100% enough money on the balance for the move
the casino generated a letter "withdrawal cancelled, no money" and cancelled the application = but the GAME IS NOT INTERRUPTED in this case
then SUDDENLY a win of +300K arrived
...there was no critical system error

according to logic
when the balance was killed by the bet, the withdrawal request should have simply been cancelled, then the winnings would have come in and it would have been fine

now another option....

at the moment when you make a bet (there is a balance) but the spin has not yet started (Evo's money has not been written off, because you can cancel all bets)
casino makes a conclusion
your chips are standing, the spin starts
on the Evo server the final bet transaction is formed and attempts to write off, but the casino does not allow it, because the balance is empty
= system error occurs
and then comes the win...
= the system cancels your spin and its results

theoretically, that's how it was

but in practice, it is unlikely to reach the casino withdrawal in these 5 seconds

=== OUTPUT ===
A) a casino that does not write off money for withdrawal requests PROVOKES the player to continue playing
The PLAYER who made a withdrawal and plays with this money, himself falls into the risks of various misunderstandings

both sides are to blame

but from the point of view of PROTECTING THE RIGHTS OF THE PLAYER (remember that the casino is FOR PLAYERS)

there is a clear screenshot "YOU WON +300K"
question to PlayFortuna casino "WHERE IS THE MONEY?"

your technical backstage and relationships with providers don't matter to anyone = make yourself a clear program and save people from misunderstandings and accusations of fraud (I think thought PF was a decent casino)

Is it difficult for the financial department to automatically set a ban on withdrawal if the player has an active session (the game is open)? For the programmer, this is inserting a check of 2 lines of code into the withdrawal form and turning off the "Done" button.

while the player hopes to receive his winnings
but this is unlikely, because the casino will definitely not receive money from Evolution (the bet and winning transaction is cancelled)
and paying from your own money is just too expensive...

I would like to emphasize the unusualness and importance of the moment =

if you play in a casino where the money remains on the balance when you make a withdrawal request,
then get ready for various misunderstandings... both accidental and intentional

That's why

1) withdraw your applications yourself
2) wait for the money to be sent

.... and only then play!